Coordinator - Help Desk

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Job Title:  

Agency:

Gwinnett Technical College

Job Requisition ID:

Shift:

Compensation Details:

Job Description:

This job is a full-time, benefited, FLSA-exempt position in the Technology and Operations Division that reports to the Executive Director of Information Technology.  This position’s primary location will be the Lawrenceville Campus.  

Schedule - 40-hours per week, on campus, at the Lawrenceville campus; Monday through Friday; May occasionally work at the Alpharetta-North Fulton Campus

Minimum Qualifications (Job Code 80737 Category 1)
Associate’s degree *and* two (2) years of work-related experience.

Note: Experience may substitute for the degree on a year-for-year basis.

Preferred Qualifications: 

Bachelor's degree in Information Technology, Computer Science, or a related field. Experience in higher education technology support. Experience coordinating, mentoring, or supervising technical support personnel. Experience with Microsoft 365 administration, Entra ID, endpoint management, and device deployment. Relevant industry certifications such as CompTIA A+, Network+, Security+, and Microsoft certifications.

Job Description Summary:

The Help Desk Coordinator oversees the daily operations of the IT Help Desk and serves as the primary point of coordination for technology support services. This position supervises Help Desk personnel, ensures exceptional customer service, monitors service performance, develops support processes, and provides advanced technical assistance to faculty, staff, and students.

Duties/Responsibilities

• Coordinate day-to-day Help Desk operations, ensuring timely .resolution and escalation of technology support requests for faculty, staff, and students. (30%)
• Supervise, train, schedule, and provide guidance to Help Desk staff and student workers to maintain high levels of customer service and technical support. (20%)
• Develop, maintain, and improve Help Desk procedures, workflows, knowledge base resources, and service standards. (10%)
• Monitor ticket queues, service levels, and performance metrics; prepare reports and recommendations for continuous improvement. (10%)
• Provide advanced troubleshooting and support for Windows, macOS, ChromeOS, mobile devices, and enterprise applications. (15%)
• Collaborate with IT teams, campus departments, and vendors to resolve issues, implement solutions, and support technology initiatives. (10%)
• Perform other duties as assigned in support of Information Technology operations and institutional goals. (5%)

Physical Demands:

 Frequency

(N)Never, (O)Occasionally or (C)Constantly

• Requires operation, access, or control of financial resources. (N)
• Requires having a P-Card. (N)
• Driving is a responsibility of this position. (O)
• This position will have direct interaction or care of children under the age of 18 or direct patient care.  (N)
• This position will have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications). (C)
• This position is a stationary position, often standing or sitting for prolonged periods with or without reasonable accommodation. (O)
• This position requires moving about to accomplish tasks or moving from one worksite to another with or without reasonable accommodation. (O)
• This position requires the ability to adjust or move objects up to 15 pounds in all directions with or without reasonable accommodation. (O)
• This position requires the ability to repeat motions that may include the wrists, hands and/or fingers with or without reasonable accommodation. (C)
• This position requires the ability to operate machinery and/or power tools with or without reasonable accommodation. (N)
• Operating motor vehicles or heavy equipment with or without reasonable accommodation. (N)
• Noisy environments. (O)
• Medium work that includes moving objects up to 50 pounds with or without reasonable accommodation. (O)
• Light work that includes moving objects up to 20 pounds with or without reasonable accommodation. (O)
• Heavy work that includes moving objects up to 100 pounds or more with or without reasonable accommodation. (O)
• Work in outdoor elements such as precipitation and wind. (N)
• Assessing the accuracy, neatness and thoroughness of the work assigned. (C)

Applications are reviewed on a rolling basis, and Human Resources may begin scheduling interviews as applications are received. This position will remain open until a successful candidate has been selected and hired. Applicants are encouraged to apply as early as possible, as the interview process may begin before all applications are reviewed. Only candidates selected for further consideration will be contacted for an interview. Submission of an application does not guarantee an interview.

As set forth in its student catalog, Gwinnett Technical College complies with the Technical College System of Georgia (TCSG). The TCSG State Board prohibits discrimination on the basis of an individual’s age, color, disability, genetic information, national origin, race, religion, sex, or veteran status (“protected status”). No individual shall be excluded from participation in, denied the benefits of, or otherwise subjected to unlawful discrimination, harassment, or retaliation under, any TCSG program or activity because of the individual’s protected status; nor shall any individual be given preferential treatment because of the individual’s protected status, except the preferential treatment may be given on the basis of veteran status when appropriate under federal or state law. The following person has been designated to manage inquiries regarding the non-discrimination policies: Lisa Richardson, Title IX, and Section 504 Coordinator, 5150 Sugarloaf Parkway, Building 100/A, Room 515, Lawrenceville, GA 30043, 678-226-6691, [email protected].

Minimum Qualifications:

Equal Employment Opportunity Employer

The State of Georgia does not discriminate based on race, color, national origin, sex, religion, age, disability, or other protected categories in employment or the provision of services.
Qualified applicants may request reasonable accommodation when needed during the application and/or screening process by contacting the appropriate agency Human Resources department.